Steps to upgrade Gateway:
- *Important! before upgrading/rollback, please backup existing Gateway from Gateway -> System -> Maintenance -> Backup. In case anything goes wrong you can restore to existing version.
- Run the MSI directly to upgrade Gateway. During the upgrade, existing sessions will be disconnected. After MSI finished installing, Streamers will reconnect to Gateway. With regular deployment size of up to a few hundred streamers, the reconnect process should not exceed 20 minutes. If you have number of Streamers in the thousands range, it is possible the reconnect process can take up to 2 hours.
- After upgrade finishes, give it 1 minute to init database, before launching Web Console. When you launch Web Console you should see the login screen.
- Pick your upgrade maintenance window wisely, use the System notification to inform your end users about the upcoming system downtime if necessary. Upgrade with regular size deployment usually takes less than an hour and large size (3000+ Streamers) may take up to 3 hours for the whole process to complete.
Steps to roll back to the previous Gateway version:
This is uncommon – but in case any major issues happenned in the newer Gateway, use below steps to roll back.
- Before uninstall Gateway, launch “Windows Defender Firewall with Advanced Security” (Supported since Windows 7, Windows Server 2008 and onward, for XP and Server 2003 use “Windows Firewall”).
- Delete “Splashtop® Gateway” rule from “Inbound Rules” (Disable/Enable rule won’t work since the program path can’t be found after uninstall current gateway).
- After the rule is deleted, uninstall the problematic Gateway.
- Fresh install previous healthy Gateway, launch web console, go through OOBE process.
- Restore the backup.sql file that you backed up previously. (Service will be restarted, log in with healthy Gateway Team Owner account and credentials)
- Import a valid license.
- Run cmd with Administrator privilege, paste below command to add rule back allowing port 443 coming through.
netsh.exe advfirewall firewall add rule name="Splashtop® Gateway" dir=in action=allow program="C:\Program Files (x86)\Splashtop\Splashtop Remote\Splashtop Gateway\jre\bin\java.exe"
- Check the rule was added back in “Windows Defender Firewall with Advanced Security”
- Streamer will be back online with next reconnect interval or restart the streamer it will reconnect immediately.
If the customer is running V2 currently and wants to Install V3.20.1, can we use the V3.20.1 Installer or do we have to Install another version first before going directly to V3.20.1?
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